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Topics: Call Centers

Maybe you’ve toyed with the idea of adding to your existing in-house call center services or maybe you’re looking into the possibility of outsourcing. Either way, you’re interested in boosting customer satisfaction and experience with your company, and you know one way to do that is to look at the call center services that will benefit your firm. So which services do the most for businesses? These top picks are proven winners for many organizations.

5. Customer Acquisition and Sales

While most people think about call centers as a bunch of reps waiting around to answer customer questions, the most popular call center service is actually an outbound service. An outbound service call center is where reps make calls to potential customers and existing ones in order to create leads, acquire new customers, and grow sales. 

Why is it so popular? Lead generation is actually very resource-intensive, which means it drains businesses, especially small ones. If you don’t have the time or money to invest in customer acquisition, picking customer acquisitions and sales as part of your call center services can be a huge help as you work to grow your business.

4. 24/7 Support Services

If your customers are located around the world or scattered through different time zones, or even if they just have busy lives and hold 9-to-5 jobs, they might find your regular business hours inconvenient for contacting you. If that’s the case, you should think about offering 24/7 support to your customers

That means they can call you any time convenient for them—whether that is nine in the morning or nine at night, or on a Saturday afternoon. This, in turn, supports great customer interactions and experience with your brand, which helps create loyal customers.

3. Virtual Hold

This option is a great service for any business that faces high call volumes. Everyone knows that customers do not like being ignored, and needing to spend lengthy periods of time waiting for the next available representative does not make for great customer service in the eyes of most. Virtual hold is a great solution for this problem. Instead of placing the customer on hold for an extended length of time, the service logs the caller’s number and allows the next available representative to call the customer back. This frees up the customer’s timeand improves their satisfaction with your customer service.

2. Multi-Channel Solutions

The term “call center” is not accurate for a lot of businesses anymore. In fact, today’s call centers are often more like “contact centers” where customers can get in touch with a customer service representative by emailing, calling, texting, or even chatting. Some contact centers even make use of social media platforms such as Twitter to deliver customer service.

Depending on your customer base, a multi-channel solution might be one of the call center services you consider for your business. This allows you to be in touch with your customers in a number of ways that are convenient for them. Millennials, for example, hate making phone calls, so if your customer base is largely centered on this demographic, be sure to offer other methods of getting in touch!

1. Online Support Centers

Today’s customers are increasingly self-sufficient. That means they are knowledgeable and motivated to look for information themselves. They would rather see if they can find the answer before they fire off an email or make a phone call to ask a question.

If this describes your customers, you might consider supplementing your call center services with an online support center. This can include things like frequently asked questions (FAQs) pages or searchable knowledge bases that customers can use to locate an answer on their own.

How Call Center Technology Is Evolving

David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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